Lately I've been having some hardware issues with my MacBook Pro and some bad luck in dealing with AppleCare. A lot of you have been asking how things are progressing with these issues so I've decided to keep you all up-to-date through my blog. I'll also post any updates to these issues below, as comments to this post.
But before I begin, I find it necessary to clarify that the issues I've been having are all hardware related and not in any way software related. I recently posted a comment on my blog:
Stop the nonsense and stop the insanity. Get a Mac and spend more time enjoying your computer and less time (actually, no time) fixing its bugs and quirks. Mac's just work and as long as you have a Windoze PC, you'll forever be cursed with "one thing or another."
and I still stand by that comment. Mac OS X is very stable and unquestionably far superior to Windows in countless ways. The issues I've had are all related to manufacturing defects and/or parts defects and not at all related to the operating system itself.
So, here's the chronological history of problems I've had with my MacBook Pro:
- March 7, 2006 – Purchase Date
Purchased 2.0Ghz MacBook Pro w/ 256MB ATI video card at the Apple Store in Yorkdale (Toronto, ON) for $3103.85 CDN
- Some time before July 2006 – Battery Replaced
Took my MacBook Pro to the Apple Store in Yorkdale (Toronto, ON) and they determined that my battery was defective and issued me a replacement on the spot.
- September 19, 2006 – Fan Noise
After speaking with AppleCare on the phone, they issued me a case number and I took my MacBook Pro in to WestWorld (Calgary, AB) for service. My right fan was really loud when the computer would heat up and while it wouldn't make the loud noise every time, it sounded like the computer was going to blow up when it did. WestWorld said they couldn't replicate the issue so nothing was done. It didn't take me much effort to "replicate" the issue myself though...
- January 20, 2007 – Purchased Extended Warranty
Purchased AppleCare's Extended Warranty from the Apple Online Store for $295.74 CDN, effectively covering my MacBook Pro until March 6, 2009. I figured I'd take my computer in to the Apple Store in Calgary to get the fan issue fixed once the store opened... when it opens... if it opens...
- October 25, 2007 – Battery Replaced
Spoke with AppleCare on the phone and they determined that my battery was defective; they sent me a replacement.
- November 5, 2007 – Multiple Issues
After speaking with AppleCare on the phone, they issued me four case numbers and I took my MacBook Pro in to WestWorld for repairs. The issues I had are as follows:
- DVD burning not working. The superdrive was deemed to be defective and was replaced.
- Battery was deemed to be defective (again), and was replaced again.
- Logic board was emitting a loud processor whine and there was a static issue when using the audio output as well as grounding issues. Both the logic board and I/O boards were replaced.
WestWorld told me they spoke to Apple to request that my whole computer be replaced instead of just the parts, but Apple would not agree to it. In total, five parts plus the top case were replaced – Apple was billed $1922.34 for the parts and labor. The repair technician at WestWorld told me that I was essentially getting a new MacBook Pro, minus the hard drive and screen.
- November 14, 2007 – Logic Board & Airport Issues
I spoke with AppleCare on the phone (for more than six hours) and they issued me two case numbers to take my MacBook Pro in to WestWorld and get my original serial number re-programmed onto the logic board. Apparently, they were supposed to do this when they installed the new logic board but since it wasn't done, it created a ton of irreversible software problems. The only possible fix was to have WestWorld re-program the serial number onto the logic board and then I had to backup everything, format my drive, and re-install OS X as well as all my programs, etc., which did in fact fix the problems.
- January 28, 2008 – Multiple Issues
After speaking with AppleCare on the phone, they issued me some more case numbers and I took my MacBook Pro back to WestWorld for repairs. The issues I had are as follows:
- Ever since the superdrive was replaced, discs would not eject all the way out. I would have to turn my computer upside down and shake it to "help" the discs eject.
- CPU whine on the new logic board was gradually worsening with time.
- Grounding issues and audio issues (above) were never resolved.
- Extremely loud noise from the right fan when the computer was put under a load. No longer a sporadic issue and would happen consistently – so loud that it sounded like a lawnmower or like something inside was seconds from exploding! It was actually quite scary to use my MacBook Pro...
- Since the computer couldn't cool properly, it would cause frequent system hangs, even when only browsing the internet. The screen was also starting to flicker once and a while.
WestWorld again spoke to Apple to request that my MacBook Pro be replaced and this time they were successful at it.
- January 31, 2008 – AppleCare Confirmation
A lady from AppleCare called me to confirm the details of the replacement MacBook Pro they would be sending me. At her request, we both went to Apple's online store over the phone to click through the various options together so that there were no discrepancies later on. I remember the lady I spoke with starting to get annoyed with me for repeating countless times "It will be a matte screen right? I don't want a glossy screen." She assured, and re-assured me numerous times that it would be a matte screen and definitely not a glossy screen.
- February 19, 2008 – Replacement Received
I received my replacement computer and when I opened it I was shocked to see that it was a glossy screen MacBook Pro!
- February 21, 2008 – Replacement Re-Sent
After playing phone tag for a couple days, I finally spoke with the lady at AppleCare and she told me they would re-send me a replacement, this time with a matte screen as originally specified. In the meantime, I would have to return my original MacBook Pro to WestWorld and use the (new) MacBook Pro with the glossy screen. It would also mean that I would have to transfer all my information over. Replacing the system and my files via a Time Machine backup didn't work so I had to use Disk Utility. Many of the programs I use require that the software be authorized – and they use the computer's serial number to do it. Most of my programs allow the software to be installed on only one computer (some on two), so I've had to make numerous phone calls to explain my situation in order to be able to re-authorize my software with a different computer/serial number, only to have to do it all over again in a couple days, or whenever it is that I'll get the new MacBook Pro replacement with the matte screen...
- February 22, 2008 – Old MacBook Pro Returned
As instructed, I took my original MacBook Pro back to WestWorld for them to return it to Apple. I was shocked to have to pay $49.88 CDN for a "diagnostic fee" which they explained was because they got my MacBook Pro replaced for me and never actually did anything hardware related to my computer. I argued that since it is a hardware issue, they should be billing AppleCare for the technicians time, but they insisted that I signed to accept responsibility for those charges when I dropped off my computer. When I got home, I checked my original service invoice and it says "quoted 47.50 for software related" but nothing about having to pay for a hardware diagnostic fee. The service invoice/receipt they gave me when I took back the old MacBook Pro also shows that they spent the majority of this hour of "diagnosis" time to resolve the disc ejecting issue. The technician's notes were as follows:
Testing. Optical drive problem resolved. The opening for the optical drive on the bottom case was pinched and so it was creating pressure against the disks and then they could not eject properly. Straightened out the opening and now disk insert and eject fine. The processor whine may not be something we can resolve as it is something inherent with the logic boards on these models of MacBook Pros. Verified fan noise. Testing other issues.
It seems strange that they would bill me for this "diagnostic fee" (especially knowing that it's nothing software related) but I paid it and asked them to email me a PDF copy of the receipt so that I could get AppleCare to reimburse me. I think what I'll do instead is go back to WestWorld with my original service invoice and try to get them to refund me and instead bill AppleCare for the technician's time directly. If that doesn't work, I'll have to get on the phone with AppleCare yet again...
So, there you have it. Those are the problems I've had with my MacBook Pro. I haven't heard anything yet with respect to an ETA on the new replacement and I'm anxious to get it in my hands. I've lost countless hours days of my time dealing with a defective computer, speaking with AppleCare on the phone, waiting for my MacBook Pro to be serviced, long distance charges, etc. and it will be great to have all of this behind me. By the time I get my replacement setup and all my files transfered over, I will have re-installed the operating system and all my applications a total of at least six times in four months+ of dealing with these issues! I'm considering speaking with Apple Customer Relations about some sort of compensation but for now I just want to have my replacement MacBook Pro in my hands. The good news is that the current MacBook Pro I'm using (which is the same as the one I'll be getting, only with a matte screen) is much much better. It's much quieter, works great and doesn't have any of the issues of my old MacBook Pro. I'm glad to see that it definitely wasn't just me :-) I'll post all updates as comments to this post to keep you all informed.
Post a comment below and let me know what you think!
9 Responses on MacBook Pro Problems
First question. If you have so many hardware problems why not get a PC? HAHAHAHA. Naturally, I am kidding. Don't get annoyed – get even! haha, also kidding, I just wanted to say that.
Ultimately, (for the sake of using that word), I highly doubt you would have even spent one hour on the issue if there was an Apple Store in Calgary. These Apple authorized dealer stores are silly and lame. If the world doesnt end on December 21st, 2012, and we are still living in Calgary – hopefully the Chinook store comes to reality.
Besides that, just be happy you'll be getting a "free" upgrade! I could use a good scheme to get myself a free upgrade on my imac – haha...any ideas? (..see! I didnt forget the second question – as anticipated in the beginning of my comment ) ...but seriously, I am happy with it and don't really need an upgrade. That's definitely something I would never have said in all my years of computing on PC. I always bought the highest end processor, killer video, ram, etc, and bought a new one, if not upgrading yearly. Look at me now? Is it age? or is it the efficiency of a Mac? I like to think the latter, but it's probably both.
My guess, based on all the supply shortage for Mac Pros, and talk of upcoming updates is that the Matte issue was something they intended to delay or pass the buck on. Remember, regardless of which company you deal with, it is always people running the company...and sometimes they are too lazy to really resolve things.
As for me...it's late, and I cant seem to stop typing on this new wireless mac keyboard. It is almost an addiction – if that's possible. I mean, just look at the pointless comment I am writing. It says enough. Haha..and I can't believe anyone is even reading this. Why are you reading this? Stop! ...why did you keep reading what I wrote, I told you not to – please stop. See? You don't listen. Okay, let's make this easy for you. I am going to keep writing, but you are going to stop reading, because you believe everything you read on the internet and on tv. Well, last night on TV it reported that if you finish reading this comment then you would bleed and be in the hospital no later than 23 hours 3 minutes and 2 seconds. Plus, the writer of this comment is a professional oracle. So it is written, so it is true! Have you stopped reading? or are you just way to silly for me to even have as an audience. You decide. Well, okay, since you have decided to keep reading, and dont listen...I'll decide for us.
I agree, I would have spent much less time on the issue if I could have dealt with an Apple store. Mostly because I wouldn't have had to spend hours on the phone with AppleCare to get a case number first, and also because the Apple store would have replaced the computer on their own a very long time ago. The Apple Stores' ProCare 24 hour service guarantee would have also helped out a lot. (If they can't fix your computer within 24 hours, they replace it.)
I don't think so. WestWorld was pretty good throughout this process and you have to give them credit for trying to get my MBP replaced the first time around. Remember, it was Apple that decided not to replace it and WestWorld had no choice in the matter. I think in this case, the weak link was Apple – WestWorld did the best they could do with Apple's imposed limitations... I was also lucky to deal with a very good repair technician at WestWorld – I think where their problem lies is with their support personnel. (I'm hoping of course that it was the receptionist's mistake to bill me for the hardware diagnostic fee...) The employee turnover at Apple stores is shockingly low – but because they are also way more picky about who/how they hire than any "Authorized Dealer" can afford to be... That's the difference – as you put it best:
I also agree with you about the matte screen. I think they ran out and some guy in the assembly warehouse thought, "Ahh who cares, send a glossy one." Now the new Penryn MBPs are out though so hopefully they'll send me one of those instead... I've already contacted the lady at AppleCare to ask. We'll have to wait and see.
Just to be clear, my computer was a lemon – and it's defects were verified over and over again by both Apple Product Specialists (via AppleCare) and the authorized repair technician at WestWorld. It's rare, but it does happen. I know you were joking about a "scheme to get yourself a free upgrade" but just thought I should mention that anyways. Also, the hours and hours I have spent in dealing with a defective computer is not something I wish for anyone. I would gladly pass-up on the upgrade any day if it meant I could have all that lost time back... In fact, the "free" upgrade hardly seems sufficient.
I mentioned in my previous comment that I had contacted AppleCare (via email) to ask about sending me the new Penryn MBP. Well, I just checked my voicemail and the lady at AppleCare left me the following message:
I just got off the phone with Applecare, and it's now official – they are sending me the new 2.5Ghz Penryn MBP :-)
sweet. congrats
Bittersweet actually.
What I didn't mention is that I have to pay the extra $500 to upgrade from the 2.4Ghz model to the 2.5Ghz model (with double the CPU cache, double the video ram, etc.) and I also opted to pay the extra $50 for the faster (7200rpm) hard drive. In the end, it's not a completely "free" upgrade, even though I could have gotten the 2.4Ghz model for free. I decided to go with the upgrades because I was originally paying $200 for the faster drive, but when the Penryn MBP's came out, it was reduced to only $50 for that drive. My logic was, "Am I willing to pay an extra $350 for _______? Will I regret it later if I don't?"
Of course, another way of looking at it is that I am getting a new $2650CDN "top of the line" computer for only $550, and I was charged the lower US prices and not the Canadian prices... So yes, it will be nice to have a brand-spankin'-new computer, (especially a working, non-defective one) but it only feels bittersweet because it's not like it was completely free, even though the extra upgrades were my choice...
Down the road, I'll be upgrading/doubling the RAM for sure. And apparently, I'll be refunded the difference owing from my previous Applecare since I still had a year left, and I can and will be buying Applecare for this new MBP too.
On a side note, I also noticed that the keyboard has been redesigned a bit. There is no more embedded number pad like there was before, the enter key on the bottom (next to the arrows) has been replaced by a second alt/option key and all the functions on F keys have been re-mapped also... You also don't get an Apple Remote included anymore, (but I have two), and it now comes with a "Display cleaning cloth".
Computer Service Repair...
Great information. It was really helpful....
So I received my new Penryn MBP (with a matte screen) on Friday.
As soon as I got it and looked at the box I thought there was yet another error made, but after some investigation I was happy to find out that there actually wasn't... The specs on the box said 1x1G RAM (it's supposed to be 2x1G) and on the serial number tag (under the battery cover), 1x1G was also printed there. However, once I started the computer and ran System Profiler I could see that there was indeed 2x1G RAM installed. I purchased 2x2GB Mushkin RAM (for Apple) at Memory Express here in Calgary and installed it on Friday. (Now I have to find a buyer for the 2x1GB RAM modules – anyone?)
So my computer is running well and so far I have no complaints. It's noticeably faster and it's great to have a quiet, properly working computer once again. I've also noticed that it's much much cooler – I can actually rest it on my lap without burning myself! Oh, and the letters on my right alt/option key are a little bit crooked – enough that it was the first thing I noticed but not enough to bother me.
I installed all my apps, made a ton of phone calls to get my software re-authorized and was able to get everything up and running over the weekend. (I upgraded to Pro Tools 7.4 and though they don't officially support Leopard, I've been able to run it without any hitches yet.)
In other news, I received an email back from Westworld and they are going to refund me my money for the Hardware Diagnostic Fee. They wouldn't admit the mistake but said they would refund me because I took the the time to voice your concerns. Good enough for me – there's no point in fighting the principles with them, no?
Also, my previous AppleCare is in the process of being refunded and as soon as I get that, I'll be re-purchasing AppleCare for this new computer.
That's all for now!
I am going through the same problems you have had with AppleCare. Recently I purchased a MacBookPro 2.2ghz / 128mb vram in late 2007.
I have had the graphics card fail 2 times, the optical drive replaced, screen replaced.
I have been assured from a rep from Apple that if the graphics card fails again I will be getting a brand new current model MBP at no charge, which I have emails to support that with.
AppleCare does come through eventually, but it takes some time.
The graphics problem with 8600GT is a known problem that all companies are hiding under the mat. Apple again told me there is no problem with the 8600GT but there is definitely problems with them as you can read online.
Thanks for reading.
Fellow Canadian, New Brunswick, Canada.
Josh